There are like 30 people waiting in this store and 2 people working.. I am very sick and they are making me wait just to drop off an old phone. Also very rude "you see everyone's busy? You need to wait like everyone else" Verizon needs to hire more staff at these busy locations.. I had to drive 30 mins to this location because all the other "Verizon stores" are just licensed carriers. This is ridiculous. read more

Just had them set up a new Samsung phone. I was told it was set up with electronic SIM. Apparently the DEI hire got the setup wrong. Could not call or text. Make sure you test everything on the phone before you leave the store! read more

My Wife and I walked in to ask a question regarding cellar data for our iPads. Walked in....no acknowledgment....checked in....no acknowledgment. Purchased a car charger from the self help kiosk. Walked out ....no acknowledgment. Won't be back to this location and thinking of going to another carrier. Just a simple welcome in, we will be right with you, hi, get out lol something geesh. Train better! read more

One star seems generous. Checked in right behind another family, waited over an hour to turn a phone in, only to be intentionally skipped and treated like crap when I inquired why our name was not called, as we had JUST been told there were only 2 people ahead of us. The staff is rude, unhelpful and ignorant (with the exception of Santino) and there is no one to hold them accountable. We have been with Verizon for many years but the service continues to get worse and worse. Sad that you can walk into a store and the employees can judge you based on your appearance, race or ethnicity, with no repercussion. This is a sad world we live in. This behavior would never fly in my line of work... but I guess it is ok for Verizon employees. read more

I originally went to this store on launch day for the IPhone 14 Pro because they were the only ones that had it in stock. That phone turned out to be defective, like many of the first roll outs of Apples 14's that had both camera and heating issues. The crew here really helped me navigate possible trouble shooting issues and based on my history with trying this with online customer service we're able to help me get a new replacement phone. I worked mainly with Ron and he is an awesome guy who is personable and knowledgeable. This is a very important aspect because in the technology day and age we live in it's sometimes hard to find an actual human being to explain the complex situation to and find a solution that makes the customer happy and the business friendly where I feel comfortable making this one of my go to locations for any of my Verizon needs. The whole staff that I worked with were on top of their game and as a tech aficionado myself I really appreciate people who take the time to know their company and products of other companies. Dedication to great customer service is why I felt compelled to leave a strong review for Ron and the team. Pro tip- Make an appointment online to skip the line and get right to business read more

After going to a store that was not an actual Verizon store, I was sent here as this location is be that can do everything. I walked in grumpy and received the best service I've had with Verizon in a longtime. This gentleman had me out of store in 20 mins. Amazing. read more

TLDR: the service and staff were great! Stopped in the store after speaking over the phone with someone at Verizon''s hotline about upgrading my service from a very old plan. I wanted to see if they had better offers. Walked in and was offered help right away. I needed to provide my ID, so I ran out to my car to grab it. On my way back in, I held the door for an older gentleman who proceeded to tell me how great the staff were. He lost his wife and business partner many years ago and needed technical assistance, so the staff in-store helped him. After speaking with him for a few minutes and going back in, the staff person who was helping me did a great job explaining the offers to me. The store wasn't too busy and the staff around were also really pleasant. The manager was walking the floor and helped answer a few questions that I had as well. They were really patient and overall just really nice people. read more

I can to the store and they said it's close but it's was 730 they don't close 8 and the manager is rude to me and can't help me out just in hurry to close early just can't help customers I felt they don't care about customers read more

Nobody wanted to help me, they were not busy but made it seem like they were busy to not help me. I usually just need to put in my phone number and it will show them all my account info...made it harder than it needed. guy had an attitude at the front. if your phone company is gone be expensive the least you can do is make it easy for me to pay a bill when I've never in the past had trouble. read more

Went in to replace my phone due to a defect. (Issue was resolved efficiently and to satisfaction within minutes of entering a *different* store so the issue isn't on my end) I had already established that the phone was eligible and in need of replacement with my local store but it is a non-corporate store and doesnt share inventory, thus can't replace my phone. I was almost not even allowed in the building, but when I said I was sent here by my local store and already knew my issue, they let me into the foyer waiting room, not even the lobby. After being given a brochure to my insurance provider, (remember this was a warranty issue not a claim) I told them again that it was not an insurance claim and I had already spoken with several agents. Confused, they gave me Verizon's toll free number which led to a dead call center, closed for covid. However, the rent-a-cop (who was none too courteous) wouldn't let me back in the store saying my issue was not relevant to the store. Bad. Service. Do your job or don't work there, and at least give me a working phone number to call. (FYI I went to another Verizon store in Ann Arbor and my problem was solved with a replaced phone in three minutes) read more

Shauna was great and helped us with switching our accounts from ATT. She was very clear about all the details and got us through the process super smooth. read more

Terrible experience here. I came in to try to make a simple return and when I was told I'd have to wait "15 mi ", I ended up waiting 45. I got tired of waiting so I came back a few days later only to be told that the item I wanted to return was past its 14 day policy!!! Sara was of NO help and didn't care when I told her my story. She shrugged her shoulders and said "there's nothing I can do". Screw this place. read more

Went there attempting to upgrade my phone. First was told you don't need that size phone. ??? Who decides what I want? The salesman? Then he returns and tells me I need to bundle the phone with a tablet. That will save me money. I said I don't need a tablet, I already have one. Then tells me what logical reason would you have for not getting a tablet? I left, Verizon you are about to lose my business. Just like your corporate store did. If I could give this place zero stars I would. read more

I have had Verizon service for years since I left Sprint. I love to visit this Verizon store in Novi as it is more than just a store - it is a full service location sells, services, and supports all Verizon customers new and regular. What I love the most is this location has a self service Kiosk where I can go in and quickly pay my monthly bill and not feel worried about being pressured. What I don't care for is every visitor is asked to check in. Then once you check in you Wait... and Wait... and Wait.... for some sales person to show up. Sometimes Its a real pain and sometimes I don't mind the wait. Today I showed up in the effort to help my sister-in-law find a new cell phone. She moved back to Michigan and is a real newbie with most technology. We went in and within 3 seconds some well dressed guy checked us in. He said there were 2 people ahead of us. So I ushered my SIL around and showed her the phones. We were there maybe all of 30mins. I told her about my phone and my plan and tried to help her get some ideas about the 2yr, 1yr and Prepaid plans. It was annoying that No one else who worked there bothered to even Ask us if we needed help. I was perturbed and my SIL was confused. I told her tomorrow we will visit AT&T and Sprint stores and see if anyone will ignore us there. We left without any other Sales people stopping to ask us anything or even saying goodbye. I felt miffed that we were ignored pretty much the whole time. Recommendation - don't visit there if its a Saturday afternoon. read more

Had an issue where I was getting a SIM card error. Walked in completely prepared to drop a grand on a new phone. It took 45 minutes to get service, but what I noticed in that time was the focus and patience each tech was giving to the customer they were helping. When it was my turn, the tech LISTENED to me, and waved me off buying a new phone. 10 min of new SIM, a deep reset and validation phone was fully functional, and I was out at zero cost. 24 hours later and the error I was getting 4-5 times a day has not displayed itself. read more

Wow where to begin.... The only reason they get a star at all is because they have a nice store..!! First time there I asked about iPads, and he showed me everything but iPads for the first 40 minutes... And when we finally did get to the iPads, he basically came just short of calling me an idiot if I bought one..!! I went back about a week later after I purchased my iPad somewhere else, and is looking to get it set up on the Verizon network because they have better coverage where I was traveling... I was hoping to get in relatively quick but they were relatively busy, and told me I have to wait after two other people were serviced, I said fine but told him my wife was ill and that I would be back or call for an appointment later, I called for an appointment, and they put me on hold for 10 minutes and then told me the person they recommended was still busy... At that point I had enough and called Best Buy and actually went to Best Buy... The way I see it if you don't have to go to that Verizon store DONT DO IT..!!! Those guys work on commission and use pressure tactics to lean you towards the product they want to sell so they can line their pockets with money... Go to Best Buy...!! read more

Nice new store but terrible service! They initially greeted me and tried to get me the accessory I needed. When I asked to find out if I was eligible for an upgrade, I was told id have to wait for an associate to be available. After the general manager helped me with finding the accessory, he sent me to the kiosk to pay. It didn't work. Then a sales associate helped decided to ring me up and when I asked if phone chargers are under warranty, he said yes but he'd have to look it up because it's not on their regular tablet and he would need me to wait. Forget it! I can find out myself much faster. Same old verizon store customer service, just new location! read more

This is a nice Verizon store. The sales associates are friendly and seems to know their products well. They have a nice variety of items in stock. I also like that they have a quick checkout if you are buying something simple like an accessory for a phone or similar. read more

If I could give them ZERO stars, I would. If you need service, find another store, or better yet, find another company. There are three people on my "contract" and we were offered FREE upgrades to the new iPhone. So, the three of us BIT and got taken. First, we were told that our trade-ins would be worth x amount toward our monthly bill and as it turns out, Verizon has deemed that our traded-in iPhones (in PRISTINE condition!) are worthless...after, of course, sending the phones in to them. I'm going to DEMAND them back, but I seriously doubt we'll get them. We supposedly have 30 days to return the new phones, but now we have no phones at all since they have our old ones! It's time to try T-Mobile. BTW...if you expect expert service...or just average service at this store, forget it. They have NO expertise at all and most of them...if not all of them...know nothing about phones or how to even set up the new ones. And, BTW...they don't even know how to work their printers. I would NEVER trust them again!!! Period!!! read more

This would have been a 5 if not for the initial greeting process... was greeted by two people- told i was next in line... so after a minute I asked why one of them couldn't help me.... that's all I will say about that... luckily Zoe came and helped me! She was Fantastic! I found out halfway through my time that she had only been there a month- would never in a million years knew that... very knowledgeable and easy to work with! I had two phones I was upgrading. She walked me through everything and helped me get all set up! It was by far my best experience to date with Verizon!! read more

I went into this store curious to get more details about Verizon's recent upgrade offer. I read reviews of several Verizon stores and decided on this one because of location even though there weren't many reviews and the ones I read weren't favorable. I cannot say enough good things about my experience! I went in with my 19yo son and 16yo daughter and was curious about upgrading all 3 phones although to be quite honest I had not planned to purchase anything. Every person we came in contact with was very kind and welcoming. Andrew was our salesman and I must say he exceeded my expectations. He was very knowledgeable about each phone option and gave us all the information we needed to make the best choice based on our individual use. I had plenty of questions being not very tech savvy and he never seemed to be bothered. He was very patient, helped me to understand what it all meant and not at all pushy nor did he pressure us into making any decisions. A few times he went to the back to grab items for us and my son said "this guy is awesome!" In the end we upgraded all 3 phones and purchased accessories for each as well (obviously he is a good salesman). The process was smooth and easy. Based on my experience I would definitely recommend this store and especially Andrew! read more

I've been in here a few times and the customer service is always way below average. You can tell that the reps are not happy to be there and they will get irritated if you come in to do something that doesn't involve a sale. Last time I was in there the rep, who wasn't very tech savvy to begin with, acted like a smug a$$hole as he belittled me and called some other reps over to show them what an ancient phone I had brought in for transferring service to. I am done with Verizon. I signed up online with Consumer Cellular today; they have much better reviews. read more

I used to love this store. My past 2 experiences made me give the 1 star rating. 1st: high pressure, told me I would save money each month switching plans...ended up $70 more a month. I called. Verizon was helpful, & I am on the best plan, but NO savings, as I was told - tried to pressure us into all kinds of bundles. 2. Rushed us out - discovering that phone wasn't fully activated. (a week later, due to glitches coming up) had us sign wrong paperwork for wrong phone. not good read more

High pressure sales tactics by extremely rude sales reps. The reps here don't care about getting you into the right phone or plan, they just care about getting you locked into the most expensive plan possible so they can make their commission. We came here after my wife wanted to upgrade her phone since it had been over 2 years since she signed her original contract. We did our homework and knew exactly which phone we wanted to get. When the sales rep came to "help" and we explained which phone we wanted (The iPhone 5C) he said "Oh no, we never recommend getting anything but the newest phone because the software won't run on it." What!? When I asked him why they sold phones that don't work, he blew me off. We made it clear we weren't going to spend $300 on the new iPhone 6 he was trying to push us into and that we were informed consumers. When he realized he couldn't bully us into a plan, he got huffy and started setting us up with the 5C. Of course he tried to push their overpriced chargers and cases on us, which we politely declined. This only irritated him more. He then said "Well, I assume you're getting the insurance, right?" We again politely declined and the rep became visibly angry and lashed out at us yelling "OH YOU GUYS MUST BE FEELING LUCKY, HUH? GONNA GO DO SOME GAMBLING AT THE CASINO!?" My wife and I were disgusted by his behavior and I wanted to walk at that point. My wife was the only thing stopping us as she just wanted to get a new phone and get on with her life. I bit my tongue and dealt with this jerk as he rang up her new phone. Hey Verizon, it's bad business to employ high pressure sales reps who make bald faced lies about your products because they are interested in nothing but ripping customers off and bullying them into expensive, unnecessary plans. It's not the 50s, and most consumers are pretty well informed because of this little thing called the internet. read more

Without a doubt the worst customer service I've ever experienced at a Verizon. And this is Northville, so it's safe to say I was very surprised. It took 15 for anyone to even acknowledge me(and I had to request to be put in the que). The man who helped was extremely rude and wouldn't let me into the acct even though I'm an account manager. Unfortunately I have to go back today with my Mother because they'll only allow access with her(ridiculous policy). Really looking forward to dealing with them again....... Maybe you should hire people who actually want to work for your company and acknowledge customers who walk into the store. read more

12 oaks mall, people were VERY rude .......went in to see about my phone not working got little to no help and they acted like i was stupid! I have had Verizon for years NOW considering a change!!!!!!! read more

Being a Verizon costumer for 10+ years the costumer service displayed by this store may make me switch. with three visits to this store in under 6 months i have been incredibly dissatisfied with the over all quality of the sales reps. The first time I had an issue the sales guy giving me the wrong phone, moto x 1st gen when I had asked for the 2nd gen. I didn't notice due to the fact that I was now running late (after being in the store for about 2 hours waiting for a sales rep then the phone to be turned on etc.) then I had to go back to the same store to get the right phone the next day. which brings me to my next issue. I go in to the store to get the right phone and wait for probably another hour or so only to get sales guy who obviously hates his job, never apologizes for the mix up or even any pleasantries of a simple "hi, how are you today". Then they say I have to pay a restocking fee, and it'll be reimbursed on my next bill, because they messed up and gave me the wrong phone. whatever I didn't check the phone I'll pay it. i had to call 3 times to actually get the reimbursement because the sale associate never put it in the system! Now the 3rd time my phone isn't holding charge, I go into get a replacement because its still under warranty, they say oh no big deal we'll overnight you a new one. cool. not cool "overnighting" means 5 days shipping? The over all lack of attention paid to the actual costumer at this store is appalling. one mess up it happens and I can forgive it, but the repeated blatant disregard for my time and money is unacceptable! read more

I have been with verizon for 4 yrs now I'm considering switching back to sprint. The customer service at this location is extremely poor. Every single time I come here even if it's for something very quick and easy I end up wasting a minimum of an hour of my life waiting and talking to these money hungry jerk Off sales men. Highly suggest that you at the very least go to a different location!!!! read more

Went to the new location today and was very pleased. It's a much better spot (where the old big boy used to be across from novi town center) Nick was wonderful to deal with. Didn't try to sell me anything I didn't need and was extremely helpful with a tricky exchange situation. Considering it is the day before Christmas Eve and he wasn't making any more money off me since I was exchanging I was surprised with his cheerful attitude. I felt like a person vs a number in a line. I have been to several Verizon stores this past year and was very disappointed with each one until today. So much so that previous to this experience I was thinking of switching when my contract was up. He may have saved my business! read more

Not great would be an overstatement. They had 5 people in the store working and 3 guests... Yet they put me on the list to be seen. After everyone stood around for another 5 minutes they called my name. The man who I spoke to wasn't very interested in treating me like a customer but more like someone that was getting in the way of him doing nothing until his end of shift. Shop online or at Apple if that's what you're looking for because you'll save yourself the headache. Verizon should save the overhead and close down this store, all it's doing is tarnishing the brand. read more

I just had a great experience at this Verizon in Novi. I walked right in and was immediately greeted and helped by Brandon. He was so helpful solving a problem with my Samsung phone. He helped me save my pics and contacts and did a factory reset on my phone to fix the problem. He took his time and didn't make me feel like an idiot who didn't know anything about the phone. I have had negative experiences with the Verizon on 8 mile and Haggerty so I was pleasantly surprised to be treated so positively here. Brandon is a great employee and I appreciate his help. read more

Consistently awful experience. Every single time we walk through the door. Extremely deceptive about billing and "bundling". They just start piling boxes on the counter like its part of your purchase when in fact it's all add on's like tablets, earbuds, cords, chargers, neckband bluetooth, cases; all of it for a massive add on to your bill (no need to guess how the sales staff are commissioned). You have to argue with the person to get it removed to avoid being charged for it all, even though you didn't ask for any of it. Want to feel stupid? Tell a 19 year old that you don't want five bluetooth neckbands with your "upgrade", they'll look at you like you landed from Mars. Clarify ten times what your monthly bill will be at the end of the "upgrade" and I guarantee you your first statement will be off by $150. Every single time. Nothing goes as it should, nothing works properly, nothing's ever covered, nothing can be removed from the bill. Awful, awful, awful. Can't wait until the kids are out of high school/college and I never have to deal with ten phones and ipads ever again. Mobile phones were invented to simplify our lives, Verizon Novi was invented to complicate the process beyond your worst nightmare. read more

The store layout is updated and awesome. The store is one of the busiest in the area and the reason being is because Verizon has the best service and the most customers. Go to a Sprint or ATT you'll be helped out right away because they don't have as many customers as Verizon has. The sales associates here are always knowledgable and willing to help out. I just switched back from sprint due to service both on my phone and with store customer service, not good. Definitely recommend this store. read more

In order to close a sale the sales associate actually lied to me about several things. On one item, once everything was finished and I told her the price I was charged was wrong, she told me that the discount that she CONFIRMED with her manager minutes before was not available to me. I told her to take everything back. I had based my decision on the numbers she gave me. She said she could return the item but I would be deducted a $30 restocking fee. I called Verizon directly only to be told that is ridiculous and should never had been told that. I went back the next day and insisted on a complete refund. Low and behold, they were able to do it without a fee. I feel like they will tell you whatever you want to hear to make the sale and then brush you off when you complain. Don't trust them and get everything in writing. read more

I just had a terrible experience with William, the General Manager at this Verizon store. To start, when he addressed me, all he said was my name and then didn't even ask, "What can I help you with today?" or, "What brings you in today?" He was very impatient and disrespectful with me, then began to audibly "huff and puff" when I was not understanding his weak explanation of the changes to my bill that would occur after purchasing a new phone. It was clear that my lack of understanding was an inconvenience to him. As a General Manager, his interactions with customers should reflect how he wants his salesman to treat their customers, yet his idea of costumer service was outrageously ill-mannered. Had I not already completed my purchase before realizing I didn't fully understand, I would have absolutely taken my business elsewhere to a different Verizon store. Don't get me wrong, Verizon is a great provider, but the corporate offices would be horrified to see this sort of representation for their company. read more

This store and their customer service sucks. I went in Memorial Day to get a new phone because I'd broken my phone the day prior. I was with at&t. The sales person Christina was convincing that Verizon wireless was a better service. So I chose to start service with them. Big mistake! First the service is shitty and slower than at&t. Second I feel like the whole sales experience was dishonest. Christina told me they had a special going on and that I could add on a new iPad on to my plan for an additional 30$ a month I said ok I'll do that. She stated the monthly bill would be around 130-140$ for iPhone, iPad, insurance etc. She even told me aha gave me a a discount on my accessories and was giving me a really good deal. Liar. A few days later I went to check my billing statement. My bill was 260$!!!! I went to look at the details and the iPad was not an additional 30$ like she explained it would be. It was an additional 95$ total per month. I said for that price I can use my wifi and my lap top. So I decided to return the iPad within the 15 day refund period stated on the RECEIPT. I get there and Christina and some stupid idiot of a male employee that was standing at the counter wanted to argue that the "14 day" refund policy had expired. I explained to them that I bought the phone on the 29th and today makes the 15th day. The male employee said "either way that was 2 days ago it can't be refunded" and walked away. Idk if he just couldn't comprehend me stating that today was the 15th day or if he just doesn't know how to read a calendar. From this experience I started to return my phone as well because from the customer service at this location to the slow ass data service I hate Verizon and have only been a customer 2 weeks. The idiots who work here lie to make a sale. They have zero customer service skills. And don't know how to read calendars. I would NEVER recommend this location anyone. read more

I was in the store last night and Vanessa helped me. She was very knowledgable and had me in and out with a brand new phone within 15 minutes!! Great customer service!! read more

The sales staff were rude and unprofessional. They seem to not care at all about keeping their customers. I've had a few unpleasant experiences at this store, but the most recent really took the cake. I came in as a returning Verizon customer looking to upgrade my phone. They suggested I traded in my iPhone, which is fully payed for and unlocked, for a limited time trade-in offer. I asked if I could purchase the new phone unlocked by paying full retail and having the trade-in value deducted from that. They were quick to tell me they wouldn't allow me to buy a phone from them unlocked and "go off to another carrier a month later" and to take advantage of the trade in offer, the phone had to be locked on a 2-year installment plan. Even though it may be a corporate policy beyond the store's control, I found the way they explained it to me was incredibly unprofessional and sarcastic. I was so put off by the terrible attitude of the saleswoman that I went a few doors down to T-Mobile and switched that day. read more

My two nightmare experiences: First, sales guy promises me everything and a great rate. Granted I was knew to the whole data thing and Ipad ordeal I decided the best question I could ask was so what would my total bill be per month. This is not one of those customer is making something up or is not happy; I was quite literally given a bevy of inaccurate information. I was given 3 different prices all between $200-$240 which I left thinking I could live with. First bill comes and It was for $330 so returned EVERYTHING. They put up a fight even though I was within the 10 or 14 day grace period. So I was within my rights and I still got a hard time when following thier policy after being given a bunch of false/inaccurate information. Second, I went back as I was on a family plan and couldnt avoid Verizon or this location as it is close to home and I wanted questions answered face to face. After requesting a manager assist me I was denied and given to a sales member. I requested a phone that had not been used, upgraded, updated, and one without any of my prior information uploaded. I received the opposite: the most distrubing was when i went through the phone and the contacts had the "N" word. Im like this is too damn much. When I spoke with management they said sorry. That's it, that's all. Two crummy experiences. Sorry. Here is the kicker: sales guy said lease a phone because it is cheaper, my ONLY, and I mean ONLY stipulation was as long as I get to keep it. He said yes. I trusted him. Big mistake after the first two issues. Now the plans up in July and I have yet to speak with Verizon about this. The absolute worst treatment of any company I have ever experienced and it has happened multiple times with a half-A$$ed get out of here we could careless and will nothing for you sorry. read more

Horrible experience and I'll never return. Without going into great detail about how/why my phone was wiped clean by a store employee..when the store was notified the 1st thing the next working day on what had happened, and the panic in my voice, the manager never bothered to return my call for 2 days...and even then, it wasn't her that called me, it was me that called back after speaking with the district manager. At the end of the day, it was a 4 day nightmare and it was Verizon customer service who came forward and gave me the $100 credit that had been promised me and was very apologetic. Because Verizon 12 Oaks is not a corporate owned store, but a franchise owned store, they're operated a little differently...obviously not the customer service that the corporate owned stores give. Regardless, the manager's total disregard over MY inconvenience and the hours it took to unravel this mess was mind-boggling to say the least. 4 days it took and she REFUSED to offer ANY kind of credit or really any apology over what an employee had done. Lesson learned and I now know what Verizon store NOT to walk into. For the record....1 staff member who helped on the last day while the manager was off, was very helpful. I could tell she felt truly bad about what had happened and understood my anger...but her hands were tied, and it was in the hands of the store manager. The store manager acted as if taking up 4 days of a customer's time meant nothing and treated me accordingly. Message received loud and clear. read more